Hiperbaric is a leading manufacturer of High-Pressure Processing (HPP) equipment for the food industry. With operatives in Europe, North, South, and Central America, as well as Asia, Africa, and countries in the Oceania hemispheres, Hiperbaric’s global footprint makes efficient customer support vital in maintaining a competitive advantage.
Hiperbaric customers rely on the support of their help desk and field service personnel to provide quick and accurate service. The support occurs for the entire lifecycle of a machine. Although their machines are built to last, over time, parts break. Unfortunately, this scenario can impact a food manufacturer’s production line and cause delays in output. Before implementing Documoto, Hiperbaric relied on traditional methods to create parts manuals. Specific examples of content challenges they ran into were:
Facing these hurdles, Industrial Director, Julio Garrido, quickly set out to tackle some goals. These included having accessible and up-to-date support materials and an online portal that customers could use to purchase new parts. Within six months of implementing and launching Documoto’s Cloud Library and Cloud Storefront, Hiperbaric reported the following:
Documoto’s Cloud Library solution has provided Hiperbarics users with the ability to access comprehensive technical support materials, including electronic parts catalogs, operations and maintenance manuals, engineering change notices, technical instructions, repair and maintenance videos, and more. Additionally, when users can view highly detailed, interactive parts and assembly illustrations – errors are reduced, making the shopping cart experience a much simpler process. Although Hiperbaric’s staff are still available to provide personal support, it’s been proven that today’s customers often prefer self-service, and Documoto is providing precisely that.
Overall, Documoto proved to be the right solution to accelerate Hiperbaric’s aftermarket and support processes. To see Documoto in action with Hiperbaric, read the entire case study HERE!